Service Desk SRM Technician

About the role

The SMIT Service Desk SRM Team at Leidos' Norfolk, VA office is looking for an experienced technician. The Service Request Management teams handle requests from Contract Technical Representatives (CTR) such as application access, software enhancements, computer upgrades and new mobile phones, and the technician supports request fulfillment.

Key responsibilities

• Create and update computer objects, functional accounts and mailboxes in Microsoft Active Directory
• Manage network share folders by adding and removing share administrators
• Reactivate or deactivate user accounts, transferring mailboxes and data
• Add or remove VIP and EVIP status, adjust storage, transfer mailboxes and update profiles
• Answer internal and external customer inquiries about submitted service requests by email or telephone
• Schedule field service moves and escalate customer issues to the right internal team
• Resolve hardware and software issues and answer questions on product features, specifications and repairs
• Help customers avoid problems, take part in process or quality improvement projects and document issues and resolutions

Required profile

• High school education or equivalent, with 1-3 years of general experience or equivalent college-level education
• At least 6 months of tenure with the NMCI Service Desk
• US citizenship; individuals on a performance improvement plan or attendance warning are not considered
• Able to work assigned shifts, including overnights and weekends
• Preferred: bachelor's degree in a related field, 2 years on the NMCI Service Desk, strong metrics in PAR and AHT, and fewer than 4 attendance occurrences in a rolling 90-day period

Required skills

• 8570 certification (CompTIA Security+) and ability to attain Flank Speed Tier 1.5 within 30 days
• Three months or more of experience supporting NNPI and/or SIPR in a Tier 1 role
• Proficiency with Microsoft PowerShell and HPSM ticketing and Knowledge Management System
• Advanced knowledge of computer and networking technology, strong written and verbal communication and problem-solving skills